inbound technical support agent resume example with 4+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
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Summary
Dependable Technical Support Representative with 3+ years of helpdesk experience. Assist end-users with complex technical issues. Communicate complicated concepts clearly. Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Capable Technical Support Agent experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Skills
Help Desk Support
Account Administration
Interpersonal Skills
Software Evaluation
Technical Troubleshooting
Call Center Operations
Customer Support Needs Assessment
Customer Service Support
Microsoft Windows and Office
Troubleshooting Network Issues
Multitasking and Prioritization
Customer Service
Teamwork and Collaboration
Resolving Problems and Incidents
Training Materials Development
Observant
Team Work
Critical Thinking
Accuracy
Debugging
Communication
Attention To Detail
Problem-Solving
Software Installation
Microsoft Word
Microsoft Excel
Microsoft Office
Time Management
Understanding Customer Needs
Inbound and Outbound Calling
Customer Relations
Call Documentation
Translation and Interpretation Services
Customer Account Management
Fast. Learner
CRM Software
Patience
Understanding
Verbal and Written Communication
Building Customer Trust and Loyalty
Experience
Inbound Technical Support Agent, 09/2021 to 06/2022 Formlabs – Raleigh, NC,
Upgraded laptops/desktops, improving speed and performance.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Installed, configured and set up PCs in stores for optimal operation and reporting.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Supported employees with advanced troubleshooting on helpdesk tickets.
Assisted in technical support process refinement to improve customer service and support.
Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Maintained inventory of IT supplies by regularly checking and documenting levels.
Organized repair and replacement of PC components and systems.
Backed up data each evening, helping alleviate lost information following malware incident.
Updated and reconfigured existing and new computers with current software and operating systems.
Developed training materials, conducted webinars and authored wikis for user training and support use.
Improved relationships with training organizations and school by remedying hardware and software issues with computers and various language labs.t
Improved relationships with training organizations and school by remedying hardware and software issues with computers and various language labs.
Invoked problem escalation procedures to coordinate recovery.
Gave hands-on support to end-users and educated staff on personalized support.
Assisted customers with various types of technical issues via email, live chat and telephone.
Supported customers with online billing, access and account issues.
Handled customer service issues by providing guidance or escalating for advanced support.
Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
Assisted customer in understanding products, components and systems using technical demonstration.
Used proactive monitoring procedures and tools to identify problem prevention opportunities.
Worked with internal teams to deliver accurate information to customers and service accounts.
Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
Monitored support activity trends to create problem resolution and solution reports.
Resolved record-breaking backlog of support tickets following major system malfunction.
Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Managed customer system updates, informing clients of installation progress stages.
Walked customers through common phone hardware and software configurations to maximize service functionality.
Used remote login tools to assist clients with technical and product questions.
Developed and maintained strong relations with customers to meet quality expectations.
Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Technical Support Agent, 07/2020 to 08/2021 Crutchfield Corporation – Earlysville, VA,
Resolved customer issues by explaining self-help techniques that resulted in minimal personnel involvement.
Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
Worked remotely using Client Tools, independently adhering to employer's scheduling and performance metrics.
Installed Software and Applications using Workspace Intelligent Hub.
Collaborated with third-party retail technicians to diagnose and address customer complaints and issues with branded products.
Independently researched solutions using Work Article resources, determining root causes and designing customized solutions for unique customer situations.
Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
Resolved record-breaking backlog of support tickets following major system malfunction.
Assisted customers with various types of technical issues via email, live chat and telephone.
Supported customers with online billing, access and account issues.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Demonstrated advanced product knowledge to solve customer issues.
Used proactive monitoring procedures and tools to identify problem prevention opportunities.
Maintained up-to-date case documentation for future reference.
Served as first point of contact for incoming technical service calls and emails.
Used remote login tools to assist clients with technical and product questions.
Worked with internal teams to deliver accurate information to customers and service accounts.
Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
Monitored support activity trends to create problem resolution and solution reports.
Developed and maintained strong relations with customers to meet quality expectations.
Assisted customer in understanding products, components and systems using technical demonstration.
Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Walked customers through common phone hardware and software configurations to maximize service functionality.
Handled customer service issues by providing guidance or escalating for advanced support.
Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Input customer service orders and tracked orders through to completion.
Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Managed customer system updates, informing clients of installation progress stages.
Technical Support Specialist, 05/2019 to 06/2020 Barracuda Networks – Nj, NJ,
Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
Documented and updated case notes for each customer and work order.
Maintained compliance with established and updated policies and procedures with minimal supervision.
Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Monitored service orders to completion and closed service tickets.
Documented repair processes and helped streamline procedures for future technical support actions.
Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
Disassembled computer systems to troubleshoot and resolve hardware issues.
Removed malware and viruses from laptops and desktop systems using specialized software.
Updated and processed programming changes, equipment upgrades and customer and billing information.
Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
Reviewed current hardware and software configurations and recommended modifications to increase system speed.
Resolved record-breaking backlog of support tickets following major system malfunction.
Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
Consulted with clients on installed machine security applications and devices to recommend further safety measurements.
Observed system functioning and entered commands to test different areas of operations.
Assessed issues to determine appropriate troubleshooting methods for remediation.
Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating networks.
Technical Support Representative, 02/2018 to 04/2019 Burnetts Staffing – City, STATE,
Assisted customers with various types of technical issues via email, live chat and telephone.
Supported customers with online billing, access and account issues.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Worked with internal teams to deliver accurate information to customers and service accounts.
Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
Developed and maintained strong relations with customers to meet quality expectations.
Assisted customer in understanding products, components and systems using technical demonstration.
Monitored support activity trends to create problem resolution and solution reports.
Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Used remote login tools to assist clients with technical and product questions.
Handled customer service issues by providing guidance or escalating for advanced support.
Managed customer system updates, informing clients of installation progress stages.
Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Input customer service orders and tracked orders through to completion.
Stayed abreast of latest software developments to enhance job knowledge.
Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Education and Training
Associate of Science: , Expected in 05/2025 to DCCCD - Dallas, TX, GPA:
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